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10 Ways your Maintenance Team can Improve the Resident Experience

How many times do your residents see the leasing staff compared to the maintenance team? Think about it. Before online payments, leasing office staff could count on seeing a resident up to a dozen times a year, at least when the rent was due. Now with conveniences such as resident portals and online leasing, residents are probably venturing to the leasing office far fewer times. Maintenance teams are out in the community working on maintenance issues or repairs. Or, they are seen working in and around apartment buildings, giving a big opportunity for maintenance techs to have face time with residents.

Making the Most of your Maintenance Team

That’s why maintenance team members need to understand their role in the customer experience, says Paul Rhodes National Maintenance and Safety Instructor for the National Apartment Association Education Institute (NAAEI). Because a resident may be more likely to put a face with a community through contact with maintenance personnel, technicians need to be on top of their games at all times.

“Almost every day, residents may see maintenance because they’re doing service requests,” Rhodes says. “It’s important that maintenance personnel have clean uniforms, show confidence and professionalism, and look like they know that they are doing. Maintenance has to understand how they are perceived and their role in the resident experience.”

1. Standardize parts and products throughout the property

Streamlining the types of products and parts used throughout each unit of the property will simplify service processes and lead to quicker resolution of maintenance issues and repairs. For example, a property should use the same type of vanity faucet or doorknob throughout the property, and maintenance should always have such items in stock for replacement. Standardizing saves time and money because there are fewer variables when maintenance completes service request, Rhodes says. When the technician arrives with the right part the first time, residents are more confident in maintenance’s ability.

2. Outward appearance will convince residents maintenance is on top of its game

Perception is a reality, whether it’s true or not, says Rhodes. For example, a maintenance tech who looks clean, professional, is wearing a smile but may not be as experienced will connect with a resident rather than a master technician who’s dirty, seems disheveled and is a little agitated. The resident won’t know which is the lesser experienced, but the more professional-looking tech is more likely to gain the resident’s confidence.

3. Train maintenance on better communicating with residents

Maintenance has a larger role in communication with the resident than many realize. It’s important for technicians to communicate in a way with residents so that nobody gets offended, especially when it’s an issue created by resident error. “You want to get information across in way resident doesn’t get offended or be belittled or talked down to,” Rhodes said. “Make sure the maintenance team is getting training in communication.”

4. Educate residents on appliance use through video technology

Rhodes says residents don’t always understand how appliances work and often don’t read the instructions manuals left at move-in. Short videos featuring onsite maintenance technicians that are accessible on mobile devices can educate residents on how to properly operate appliances like ovens, dishwashers, and washing machines. The videos are a great way for residents to connect with Maintenance while also helping reduce service calls.

5. Train maintenance on changing technologies

Just as residents don’t always read the instructions, maintenance techs sometimes look the other way on appliance manuals, Rhodes says. A technician that doesn’t appear to know how to fix a problem is a maintenance disaster, Rhodes says. That’s all the more reason that technicians should receive periodic training, especially since technology changes. “Refrigerators don’t have defrost timers these days,” he says. “They now have a circuit board to advance the cycle. You have to follow the manufacturer’s instructions to force defrosting. It’s run by a computer.”

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Tim Blackwell is a long-time publishing and printing executive in the Dallas/Fort Worth area who writes about the multifamily housing and transportation industries. He has contributed numerous articles to Property Management Insider, and worked as a newspaper reporter in the D/FW area. Blackwell is president of Ballpark Impressions, and publishes the Cowcatcher Magazine. He is a member of the Fort Worth Chapter/Society of Professional Journalists.

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